Operations Director (For Davao)
Full Potential Solutions, Inc
- Digos, PhilippinesDigos, Davao Region, PhilippinesDigosDavao RegionPhilippinesPhilippines
- Toàn thời gianFULL_TIME
Công việc đã đóng.
Miêu Tả Về Công Việc
As an Operations Director, you would be responsible for a wide spectrum of responsibilities and must be able to multitask with ease and proficiency. You will oversee and drive the performance of a site in Davao and continuously improve overall client experience and results. You will drive the efficiency and profitability of a core program/LOB while also ensuring there is successful execution in the interconnected operations across the enterprise. This includes creating a world-class set of delivery centers which translate into a premium client experience, loyalty, and retention in a way that maximizes customer and shareholder value.
Responsibilities:
- Responsible for managing call center operations activities including day-to-day operations, training, and quality for one or more accounts/programs/LOB's that contribute to the acquisition, satisfaction, and retention of client contracts/agreements
- Ensures achievement of service levels, key performance indicators, business objectives and financial targets stipulated by the primary client in conjunction with FPS through active coordination with various Operations and Support teams (i.e. Quality, Training, Human Resources, I.T., etc.)
- Establishes policies, procedures, product and service standards to ensure quality and efficiency as well as compliance with regulations and company policy
- Partner with site leadership to ensure compliance with operational governance and business strategy including performance management, incentive management, coaching effectiveness, and employee retention
- Strong time management, organizational, problem solving and analytical skills with proven ability to turn findings into executable plans to meet business objectives
- Strong communication skills and demonstrated experiences as a collaborator who has built successful relationships and influenced across the business lines to drive results
- Facilitator and developer of high performing team members to meet or exceed business goals and/or objectives, while fostering a team atmosphere Manages budget and financial goals
- Manages the program efficiently and effectively and adds value to the overall company growth and success
- Adapt departmental plans and priorities to address business and operational challenges
- Perform supervisory audits as necessary
Trình độ tối thiểu
- Minimum 10 years of experience in the call center industry; 5 years at a managerial level
- Proven track record in managing an operation with a minimum of 200 FTEs in a Customer Service or Sales
- Solid experience in scaling an operation over time, which includes recruitment & change management processes
- Proven record of financial/business management, including management of multi-million dollar P&L
- Humble but assertive; pro-active; solution-oriented; problem-solving skills; great coach
- Objective and data-oriented, exposure to concepts such as Six Sigma, LEAN (preferable)
- Strong leadership and people management skills
- Willing to work or be relocated in Digos Davao
Đặc quyền và lợi ích
- Medical / Health Insurance
- Paid Sick Leave
- Flexitime
- Relocation Assistance
- Paid Holidays
- Paid Vacation Leave
Kỹ năng cần thiết
- Change Management
- Business Analysis
- Strategic Planning
- Stakeholder Management
- People Management
- Critical Thinking
- Performance Management
Tóm tắt công việc
- Trình Độ Công Việc
- Giám đốc/ Chuyên viên
- Ngành Nghề
- Customer Service
- Yêu cầu học vấn
- Tốt nghiệp Cử nhân
- Nhà tuyển dụng trả lời hồ sơ
- Sometimes
- Địa chỉ văn phòng
- Digos, Davao Region, Philippines
- Ngành nghề
- Business Process Outsourcing
- Vị trí đang tuyển
- 1 vị trí tuyển dụng mới
- Trang web
- http://www.fpsinc.com
Về Full Potential Solutions, Inc
Full Potential Solutions (FPS) is a performance-based outsourcing firm with operations in Kansas City, MO, Chennai, India and Manila that puts culture and employees first. We employ the best people, processes and proprietary technology available to deliver multichannel solutions for our clients and fulfilling careers for our employees. FPS is a rapidly growing, global company.
We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program; medical, dental and vision benefits; and the opportunity for high potential career growth with a fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that if you put people first, you drive great results.
Our Core Values:
Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal
Our Mission: To create conditions within which people can thrive!
Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA; Chennai, India, and Manila, Philippines.